Frequently asked questions
Shopping & Products
Where does ShoeLab ship?
We ship orders to customers across the United States. Whether you're shopping from across town for a local pickup or across the country, you can shop online and have your footwear delivered directly to your door.
Can I get a shoe in a size or color that isn't listed online?
Possibly! We are currently in the process of establishing new brand contracts under the ShoeLab name, so special-order availability varies by brand.
For brands we currently have access to, if you don't see the size or color you're looking for listed online, reach out to our corporate team at info@shoelabusa.com with the shoe style, size, and color you'd like to order. Our team will check the brand's current availability.
If the shoe is available to order, we will send you a drafted invoice with the available shoe and pricing so you can complete your purchase. Please note that special-order availability is subject to the brand's current inventory and ordering options.
How long will it take to receive a special-ordered shoe?
Special-order shoes are ordered directly from the brand through our business-to-business (B2B) platform. When you place an order for a special-order shoe, we will submit the order either the same business day or the following business day.
Once the shoe is ordered, it typically takes 4–7 business days for the shoe to arrive at our facility. After we receive your shoes, we will package and ship your order to you. Your shipping tracking number will be added to your order once the shoes are on their way to you.
Please keep in mind that the 4–7 business-day timeframe is the estimated time for the shoes to arrive to ShoeLab and does not include the additional time required for shipping from ShoeLab to you.
Virtual Consultations
Can I get help choosing shoes without visiting a ShoeLab location?
Absolutely! Our ShoeLab Consultations are available virtually through Zoom, so you can speak with a member of our team from wherever you are.
What happens during a virtual consultation?
We'll discuss your footwear needs, lifestyle, fit preferences, and any concerns you have about finding the right shoes or support. Our goal is to help narrow down options that may work well for you.
How much does a virtual consultation cost?
Virtual consultations are $25. The consultation fee can be applied towards a purchase from ShoeLab during the consultation process.
Custom Orthotics
Can I order custom orthotics online?
Yes! You can purchase our Custom Orthotics Mold Kit directly through our online store. After your purchase, we'll send you a mold box with instructions for creating your foot molds at home.
How does the custom orthotics mold kit work?
After ordering, you'll receive your mold box and instructions. You'll create your foot molds at home and send them back to us using the provided shipping instructions. Our lab then uses your molds to create your custom orthotics.
How long does it take to receive custom orthotics?
Custom orthotics typically take approximately 4–8 weeks to complete after your molds are received by our lab. Timing may vary depending on the lab and order.
What if I need my custom orthotics adjusted?
Your first set of modifications is complimentary. Additional modifications may be completed at the customer's expense.
I'm not sure if custom orthotics are right for me. Can you help?
Yes! If you're unsure, we recommend scheduling a ShoeLab Consultation. We can discuss your needs and help you determine whether custom orthotics may be an appropriate option.
Returns & Exchanges
What is the return policy?
Please review our current Return Policy before placing your order. Return eligibility can vary depending on the product and purchase.
Can I return shoes if they don't fit?
Eligible footwear may be returned according to our return policy. We recommend trying shoes indoors on a clean surface to ensure you're comfortable with the fit before wearing them outside.
What should I do if I received the wrong item or my order has an issue?
Contact our team as soon as possible with your order number and details about the issue. We'll work with you to determine the best next step.
Footwear & Support
Are your shoes orthotic friendly?
Many of our shoes feature removable footbeds and are compatible with orthotics, but this varies by model. Check the individual product description or contact us if you need help finding an orthotic-friendly shoe.
Do you offer shoes for specific foot conditions?
We carry footwear that may be appropriate for a variety of foot and comfort needs, including plantar fasciitis, wide feet, stability needs, arthritis, diabetes-friendly footwear, and more. Product descriptions identify relevant features and foot conditions when applicable.
Still Have Questions?
We are here to help! Whether you're unsure about sizing, need help finding a supportive shoe, or want guidance before ordering custom orthotics, our team can help you find the right direction - without requiring an in-person visit.